GBS WORLD NEWS | WEEK 4 | SEPTEMBER 2024
Social media was abuzz this week with the news that Mumbai-based global business process services provider, Firstsource Solutions, has acquired Ascensos, a UK-based CX outsourcing partner specializing in retail and eCommerce. The acquisition aligns with Firstsource’s strategic expansion into the US$28 billion retail BPO market. Ascensos will retain its brand and leadership under CEO John Devlin, while leveraging Firstsource’s technology in AI, analytics, and automation.
In TriCity, Poland, the Follow the Leaders Pro Progressio Summit 2024 will be held on October 2–3. This event targets C-Level executives, team leaders, and city representatives, offering a mix of conferences, business fairs, workshops, and networking opportunities. Highlights include the BSS and ECO Transformations conferences, job fairs, and a gala. The summit promises insights into business trends and leadership, attracting over 800 participants and 70 speakers.
In the United States, a federal jury in North Carolina convicted a 40-year-old man for leading a telemarketing scheme that defrauded U.S. victims of over US$4 million from a Costa Rican call center. Posing as government officials, the man and his co-conspirators convinced victims, primarily the elderly, that they had won fake sweepstakes and needed to pay upfront fees. He faces up to 25 years in prison for fraud and money laundering.
GGA Solutions has announced the construction of its new independent operations center in Puebla, Mexico, named GGA Tower (Torre GGA). The facility will add over 300 seats to their current capacity, supporting the company’s growth into 2025. Located in the heart of Puebla and connected to major public transportation routes, the center will open in November 2024. GGA Tower will serve as a hub for continued business expansion and client services.
The global CX and BPO provider, VXI Global Solutions, has announced the expansion of its Morrow, Georgia, customer service center. The expansion will add over 300 full-time positions to support new clients, with recruitment processes being conducted throughout October and November 2024. This expansion strengthens the company’s presence, with Director Tommy Thompson highlighting VXI’s commitment to local job creation and career advancement.
In global news, according to global market research firm Technavio, the technical support outsourcing market is expected to grow by to approximately US$ 65.36 billion by 2028, with a CAGR of 7.99% between 2024 and 2028. Key growth drivers include the increasing demand for cost-efficient solutions and the integration of AI, such as chatbots. However, challenges include compromised service quality and hidden costs. Major players in the market include Infosys, Wipro, and Tata Consultancy Services. The APAC region will lead market expansion, contributing 58% of the growth.
